Customer Engagement Officer

Organisation: The Football Association
Salary: Competitive
Location: Wembley Stadium
Contract type: Permanent (Full time)
Closing date: 15 February 2026
Job Description: It's everyone's stadium...

The FA are excited to be recruiting a Customer Engagement Officer to join the team. Reporting to the Senior Customer Engagement & Accessibility Manager, the post-holder will deliver world-class, day-to-day customer engagement services for The FA and Wembley Stadium, maintaining the highest standards and ensuring the best possible user experience across all relevant communication channels, while working proactively with key stakeholders.

On event days, the role will proactively support the Wembley Crowd Safety Team to ensure stadium-wide compliance, assist the Ticketing Operations team with ticketing for guests with access requirements, and support the event day Customer Engagement Team with the resolution of guest enquiries.

What will you be doing?

To be the first point of contact for day-to-day queries for guests for all events.
Guide guest enquiries, triage complaints, and bring them to a successful resolution.
Provide a dedicated service to guests with access requirements for all applicable events, including assisting with queries and staffing the disabled access ticketing and helpline.
To work with the Senior Customer Engagement & Accessibility Manager and wider team to plan, execute and deliver the event day customer engagement strategy, including responsibility for HR and Payroll processes as needed.
Provide proactive customer support via digital communication channels (Freshdesk, Chatbot, social channels and FA Group websites), ensuring all online knowledge databases are fully up to date.
Deliver customer contact functionality across Freshdesk, Chatbot and Disabled Access ticketing and help line.
Provide MD-1 and MD support in the delivery of Wembley Stadium events and all England Senior Men's and Women's Matches, including on-the-road events, as required.
Support the delivery of fan engagement activities for England matches.
Support the continued evolution of The FA's Customer Engagement and Membership programmes to become a primarily digital service.
Provide out-of-hours support where required.
Assist the event day Customer Engagement Team to ensure a seamless delivery of event day customer solutions.
Executes additional tasks as required to meet the FA's changing priorities.
Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.
As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

What are we looking for?

Essential for the role:

Previous experience in a customer-facing role.
A keen interest in football alongside knowledge and understanding of the industry at all levels.
Website content management and social media tools experience.
Significant administration experience.
Flexible approach to working hours.
Proficient in Microsoft Office.
Experience of matchday/event day work.

Beneficial to have:

Contact centre experience would be desirable but not essential.
Experience with online community management.
Experience using social media for business purposes.
Experience with a ticketing system.
Experience of disabled access.
Experience of working in a constantly changing environment and having to adapt appropriately.
Experience of working with an ADR service, such as STAR or the IFO.
Knowledge of IVR systems.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encouraging you to connect and learn with your colleagues and look after your mental health and well-being.
Free, nutritious lunches at Wembley Stadium and St. George's Park.
Free private medical cover.
A contributory pension scheme.
An additional 'Thank You' days leave, volunteering days as well as 25 days annual leave (based on a full-time, permanent contract.)
A hybrid working model which offers greater flexibility.

For more information on what it is like to work at The FA, please visit our FA Careers page, https://www.thefa.com/about-football-association/careers

Currently, we are working within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model, and it may be adjusted in future if deemed necessary. The contractual location of this role can be found on the FA Careers page.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.
How to apply: https://careers.thefa.com/jobs/vacancy/customer-engagement-officer--wnsl1050-wembley-stadium/2947/description/